TikTok Shop - SOP Program Manager, Logistics Service Excellence

TikTok; Seattle (WA); On-site; USD 116,000 - 198,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) retirement plan with company?e

Parental leave

Job summary

TikTok is seeking a Logistics Service Excellence professional in Seattle to own end-to-end SOP design and optimization across global logistics and aftersales. You will lead cross-functional initiatives with Product, Engineering, and Operations to improve service quality and operational efficiency.

The role emphasizes data-driven decision-making, governance of SOPs, and collaboration with BPO/vendors to translate policy into actionable workflows. A strong ownership mindset is essential.

Qualifications

• 5+ years of experience in operations, logistics, e-commerce, or related fields.
• Proven ability to own and improve service performance or operational metrics in a complex environment.
• Strong problem-solving skills, with experience identifying root causes and driving structured improvements.
• Experience working cross-functionally with Product, Engineering, and Operations teams.
• Ability to drive end-to-end initiatives with clear ownership and accountability.
• Experience using data to monitor performance, identify trends, and support decision-making.

Responsibilities

• Own the end-to-end design, documentation, and continuous optimization of scalable service SOPs across global logistics and aftersales journeys.
• Lead process optimization initiatives with multiple teams to bridge gaps, clarify ownership, and streamline cross-team handoffs.
• Establish SOP governance frameworks and change management workflows for translating updates into actionable guidelines for BPO/vendors.
• Monitor SOP compliance and execution quality through audits and root-cause analysis; drive corrective actions with stakeholders.
• Partner with Product and Engineering to embed SOP logic, handling workflows and automation in CRM tools.
• Analyze key metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to improve SOP effectiveness.

Skills

Operations experience

Logistics

Cross-functional collaboration

Problem-solving

Data-driven decisions

Ownership & accountability

Tools

CRM systems

Job description

Location:

Seattle

Employment Type:

Regular

Job Code:

A70296B

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Responsibilities

Logistics Service Excellence (LSE) is a global team responsible for building and optimizing service capabilities across TikTok Shop logistics. The team focuses on developing customer service platforms, improving service experiences across logistics scenarios, and enhancing seller experience through operational and process improvements. We work closely with Logistics Operations, Product, and Engineering teams to design scalable solutions that improve service quality, operational efficiency, and overall seller experience.

• Own the end-to-end design, documentation, and continuous optimization of scalable service SOPs across global logistics and aftersales journeys.
• Lead process optimization initiatives with Logistics Operations, Product, Engineering, and Policy teams to bridge process gaps, clarify ownership, and streamline cross-team handoff and escalation paths.
• Establish SOP governance frameworks and change management workflows to seamlessly translate policy, product, or business updates into operationally executable guidelines for BPO/vendors.
• Monitor SOP compliance and execution quality through operational audits, perform root-cause analysis on process deviations, and drive corrective actions with relevant stakeholders.
• Partner with Product and Engineering teams to embed SOP logic, handling workflows, decision trees, and automation rules into CRM systems and frontline-facing tools.
• Analyze key operational and cost metrics (CSAT, SLA, escalation rate, claims) and frontline feedback to evaluate SOP effectiveness and drive closed-loop structural process improvements.

Qualifications

Minimum Qualifications

• 5+ years of experience in operations, logistics, e-commerce, or related fields
• Proven ability to own and improve service performance or operational metrics in a complex environment
• Strong problem-solving skills, with experience identifying root causes and driving structured improvements
• Experience working cross-functionally with Product, Engineering, and Operations teams
• Ability to drive end-to-end initiatives with clear ownership and accountability
• Experience using data to monitor performance, identify trends, and support decision-making

Preferred Qualifications

• Experience managing BPO/vendor operations, including performance management and quality improvement
• Experience in logistics, aftersales, or seller service operations, with understanding of end-to-end service flows
• Experience driving service experience and cost optimization initiatives (e.g., compensation control, claims, recovery improvement)
• Experience working with CRM systems, tooling, or automation, and partnering with Product/Engineering to improve workflows

Job Information

The base salary range for this position in the selected city is $115520 - $198360 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

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